由於教育的普及、科技與經濟的快速發展,使得國民醫療知識及生活水準普遍提高,進而對醫院服務品質的要求亦逐漸昇高。因此醫院除了致力提昇醫療服務品質及醫療形象,加強各項醫療服務的水準,以及開發新的服務項目與內容之外,如何歸納出一般民眾以及病患所重視的服務品質內涵,建構一套完整的服務品質衡量模式,已成為各醫療機構目前極重視的議題。 並建立良好醫病互動的關鍵,在於醫院分析可提升顧客滿意度的重要知識來源,並應用在醫院的知識擷取策略,對內重視醫療品質,對外則以顧客優先,提供量身定作的個人化服務,為醫院創造更具價值的顧客關係。 本研究主要是以住院病患做為研究的對象,進而探討住院病患之服務品質、關係品質、顧客滿意度三者之間的關聯性,結果發現:(1)服務品質對關係品質有正向影響關係;(2)服務品質對顧客滿意度具有顯著的正向影響關係;(3)關係品質對顧客滿意度有正向影響關係。
Due to the pervasiveness of education and fast-developing technology and economy, medical knowledge and living standards have widely increased, which in turn elevates people's standards for hospital services. Therefore, in addition to enhancing hospital services, promoting hospital images, and developing new items of service, medical organizations have currently emphasized the following two issues: inductively finding out the service content that common people and patients consider important, and constructing a well-developed evaluation model to appropriately assess the quality of service. Thus, this study intends to address some aspects of these tasks. The analysis of knowledge resources and knowledge strategy can offer hospitals key factors to advance quality and provide the best medical service. The most important of all, hospitals have exact utility offering superior personal service for customers to create valuable mutual connection model. This research is mainly taking the Medical Service as the research object, then discussing the connection between the Service Quality, Relationship Quality and Customer Satisfaction of the Medical Service. We found the result below: 1. Service Quality positively affects Relationship Quality. 2. Service Quality positively affects Customer Satisfaction. 3. Relationship Quality positively affects Customer Satisfaction.